Can't Sign In to Your Account

Sign-in problems almost always come down to one of a few causes. Find the section below that matches what you see. Your email address is your username, and the same email and password work on the web app at app.ocutrap.com and in the mobile app.

Forgot Your Password

Reset it with a code emailed to you:

1. Go to app.ocutrap.com and click Forgot password?
2. Enter your email and click Send Reset Code.
3. Check your email for a 6-digit reset code.
4. Back in the app, click Enter Reset Code, then enter the code along with your new password.
5. Click Reset Password. When you see Password reset complete, sign in with your new password.

Your new password needs at least 8 characters, a number, and a special character.

Resetting Password

Password Policy for Users

Reset Code Didn't Arrive

Codes usually land within a minute or two. If yours has not:

1. Check your spam or junk folder, and search your inbox for "OcuTrap".
2. Confirm you entered the email you registered with. Codes only send to addresses that have an OcuTrap account. If the app says "Unable to send reset email", the address you entered likely does not match an account.
3. On the reset screen, click Didn't receive a code? Send again, then use the newest code from your inbox.
4. On a work email? Company mail filters sometimes hold automated messages. Ask your IT team to allow mail from OcuTrap.

Still nothing after a few tries? Email support@ocutrap.com and we can help from our side.

Sign-In Isn't Working

Match what you see on the sign-in page:

• "The email or password you entered is incorrect." Check for typos and caps lock. Click the eye icon in the password field to see what you typed. If it still fails, reset your password using the steps above.
• "Too many attempts. Please wait a moment and try again." Sign-in is briefly limited after repeated failures. Wait a few minutes, then try once.
• A verification code screen appears. Some accounts confirm their email before signing in. Enter the code we emailed you and click Verify and continue.
• The form asks for your first and last name. That is the sign-up form. Click Sign in instead at the bottom to get back to sign-in.
• You deleted your account. Account deletion is permanent and the old sign-in will not work. You would need to create a new account.

Passwords stay in sync between the web and mobile apps, so a password that works on one works on the other.

Account Deletion

Lost Access to Your Email

Your email address is your OcuTrap username, so we verify it is really you before changing anything.

Email support@ocutrap.com from any address you can use. Include the email on your account, your Trap ID(s), and your name so we can verify ownership and help you regain access.

Coming From the Old OcuTrap App

The old app at base.ocutrap.com and the new app at app.ocutrap.com use separate sign-ins. Your old password does not work on the new app.

• Your account already exists in the new app under the same email you used before. Do not sign up for a new one.
• When it is your turn to move, you get an email from OcuTrap with a Set your password link. Open it, choose a new password, and sign in at app.ocutrap.com.
• No email yet? The move happens in waves. Keep using the old app until yours arrives.
• Lost the email? Contact support@ocutrap.com and we will send a fresh link.

Still Stuck

Email support@ocutrap.com with:

• The email address on your account
• The exact error message you see (a screenshot helps)
• Whether you were on the web app or the mobile app

Contact Us